Advanced Analytics for LiveAgent

Advanced Analytics for LiveAgent enables you to probe and identify bottlenecks within the support process, take measures to solve recurring problems, and optimize resource allocation within the help desk team. It helps you have a comprehensive view of key metrics like average response time, first response resolution rate, and customer satisfaction scores.

This connector comes with more than 30+IT & help desk domain specific reports and dashboards to help you get started with your analysis.

General

  1. What is Zoho Analytics?
  2. Why LiveAgent Analytics?
  3. Who can subscribe to the Zoho Analytics - LiveAgent connector?

Pricing & Trial

  1. How much does this connector cost?
  2. Do you provide trial evaluation for this connector?
  3. What do you mean by 'Users' in the (connector) pricing plan?
  4. What do you mean by 'Rows'/'Records' and how is it calculated in the pricing plan?

Setup

  1. Who can set up the Advanced Analytics Connector?
  2. How do I setup the LiveAgent Advanced Analytics connector?
  3. How long should I wait for my LiveAgent data to initially appear in Zoho Analytics?
  4. What are the modules in LiveAgent that will be synchronized in Zoho Analytics Workspace?
  5. I got this email which said 'Integration Setup Failed'. What should I do?
  6. My data sync has failed. How do I resolve it?
  7. Is there a link to the data source tab that can be shared with the other team members?
  8. How frequently can I synchronize my data with Zoho Analytics?
  9. Can I edit the LiveAgent Advanced Analytics connector Synchronization setting?
  10. Can I view the data synced history?
  11. Can I setup the LiveAgent Advanced Analytics in any other existing Workspace or in any other Advanced Analytics Workspace?
  12. Can I add/modify data in the LiveAgent data tables within Zoho Analytics?
  13. Can I add new columns to the LiveAgent data tables within Zoho Analytics?
  14. Can I add new data tables in this LiveAgent to create reports & dashboards?
  15. Can I transfer my Zoho Analytics connector to another admin account?
  16. How do I re-authenticate my LiveAgent account in Zoho Analytics?
  17. Can I track the action by all users in the connector workspace?
  18. How can I remove the Integration?

Reporting Features

  1. In which modules of LiveAgent can I create reports?
  2. How do I create my own reports with this connector?
  3. Can I create reports using the columns from different modules?
  4. What are the report types supported by Zoho Analytics?
  5. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?
  6. What is Ask Zia? How can I create reports using Zia?
  7. What are Formulas in Zoho Analytics?
  8. What are the default formulas that gets added by Zoho Analytics on setting up this connector?
  9. Can I create my own custom formulas in Zoho Analytics? If yes, how do I create?
  10. Can I combine/blend data from other sources with the data from LiveAgent to create reports and dashboards?
  11. Can I join data from multiple tables to create reports?
  12. What are Query Tables?

Users, Sharing & Collaboration

  1. How do I share the reports in Zoho Analytics with my colleagues?
  2. What are the user roles available in Zoho Analytics?
  3. Why can't other users edit the reports that I have shared with them?
  4. Can I share the same report created, to multiple users with different criteria associated so that they see different data?
  5. Can I export a report/dashboard?
  6. How can I print the reports & dashboards created in Zoho Analytics?
  7. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?
  8. Can I embed/create permalink for reports & dashboards created in Zoho Analytics?

Solutions  

  1. Does Zoho Analytics offer Embedded Analytics or rebranding?

Help & Support

  1. How do I get technical support on Zoho Analytics?
  2. Can I have someone from Zoho do a demo for me?

General

1. What is Zoho Analytics?

Zoho Analytics is a self-service BI and analytics solution that helps you derive insights from your business data, through its powerful reporting and analytical capabilities. You can create dynamic and interactive reports and dashboards in minutes, with no IT help.

It offers the following important capabilities:

  • Complete Online Business Intelligence and analytics service, accessible anytime, anywhere!
  • Easy to adopt 'spreadsheet-like' interface with powerful drag & drop based reporting features for quick report creation.
  • Visual analysis capability for in-depth analysis, and to slice & dice your data.
  • Wide range of reporting capabilities like Dashboards, Charts, Pivot Views, Summary Views, Tabular reports, and KPI widgets.
  • Data import from various sources such as data stored in local drive (CSV, Excel, JSON, HTML, XML, JSON, Statistical & MS Access files), web feeds and cloud storage. Also supports data import from local/hosted Databases and cloud databases. Supports periodic scheduling of importing data.
  • Integrated with a suite of 15+ Zoho products such as Zoho CRM, Zoho Desk, Zoho Projects, Zoho People, Zoho Finance, Zoho Campaigns, Zoho Survey, etc.
  • Integrated with 45+ popular business applications like Google Ads, Facebook Ads, Bing Ads, Salesforce, Mailchimp, Zendesk etc.,
  • Integrated with Zapier and Zoho Flow to power up import from over 500+ apps.
  • Integrates with custom applications using APIs.
  • Blend/merge data from across different sources to create meaningful business reports and get end-to-end cross-functional analytics.
  • SQL (Structured Query Language) driven querying for powerful data preparation and report creation.
  • An advanced formula engine for deriving key business metrics from your data. 
  • Ability to create reports with ease by simply Ask Zia in natural language. Zoho's Intelligent Assistant will comeup with attractive and relevant visualizations over your data.
  • Derives insights instantly with Zia Insights in the form of digestible narrations. Instead of interpreting the visualization manually.
  • Effectively predicts future data trends with its powerful forecasting algorithms. This analyzes past data deeply and comes up with the best forecast for the future.
  • Data alerts to track vital changes in your key business metrics.
  • Capacity to deliver consumable insights through familiar everyday business workflow by crafting stories with immersive presentations.
  • Provides analytical portals for sharing insights. 
  • Collaborative reporting and analytics with fine-grained permission control over your shared data and reports with your colleagues & friends. 
  • Efficiently collaborate with your users by setting up real-time commenting on a shared view.
  • Publish reports for wider consumption. Embed reports/dashboards within your websites, web applications, and blogs.
  • Export, Email, and Print reports in a variety of formats.
  • Highly secure as all users login only over HTTPS (SSL connection). All your data and reports are hosted in secure data centers. (Refer to Security and Privacy)
  • Supports Logo Rebranding.
  • Get the mobile apps (optimized for both IOS and Android platform) and access the reports and dashboards on the go.

2. Why Advanced Analytics connector for LiveAgent?

LiveAgent Advanced Analytics Connector enables you to import your LiveAgent data into Zoho Analytics for advanced reporting and analysis.

This connector brings in all the capabilities of Zoho Analytics described above to LiveAgent users.

3. Who can subscribe to the LiveAgent - Zoho Analytics connector?

Users in any paid plan of LiveAgent along with a paid plan of Zoho Analytics, Zoho CRM Plus or Zoho One can subscribe to this connector. Users with the Administrator roles can configure this connector.

Pricing and Trial

1. How much does this connector cost?

LiveAgent Analytics is bundled free for all the paid users of Zoho Analytics. The Zoho Analytics paid plans start at $25 per month. Click to learn more about Zoho Analytics pricing.

2. Do you provide trial evaluation for this connector?

Yes, we do provide a 15-day free trial for this connector from the date of set up.

3. What do you mean by 'Users' in the (connector) pricing plan?

Any individual with whom you share your workspace, tables (data), reports and dashboards, created in Zoho Analytics for collaboration is considered a 'User' in Zoho Analytics. A user is identified by his/her unique email address, with which their Zoho Analytics account is registered. Suppose you subscribe to the Zoho Analytics Standard plan, you can privately share the data/reports in your account and collaborate with 4 other people. Now your Zoho Analytics account is said to have 5 users (including yourself).

4. What do you mean by 'Rows'/'Records' and how is it calculated in the pricing plan?

In Zoho Analytics, a row or record is defined in the same context as in a database (or spreadsheet). In simple terms, a table consists of rows (records) and columns (fields). Each row in a table represents a set of related data that has the same structure.
For example, In the Tickets table, each row would represent a single tickets' record such as created at, resolved at, due date, resolution time etc. The number of rows calculated for pricing is the sum of all rows/records stored across all your Workspace tables in your Zoho Analytics account.

Setup

1. Who can setup the LiveAgent Advanced Analytics Connector?

The Account Administrator and the Organization Administrators can set up the Advanced Analytics connector. Click here to learn about Managing Users.
The credentials of the Administrator who set up the connector, will be used for establishing any connections with source application by other administrators.

2. How do I setup the LiveAgent Advanced Analytics connector?

3. How long should I wait for my LiveAgent data to initially appear in Zoho Analytics?  

Initial data import will take a few minutes to a couple of hours, depending on the volume of data in your LiveAgent account. You will receive an email notification once the import is complete. If you access the Workspace before the initial fetch is completed, you may find some data missing.

4. What are the modules and fields in LiveAgent that will be synchronized in Zoho Analytics Workspace?

Modules​Fields
AgentsID, Name, Email, Role, Role ID, Avatar URL, Online Status, gender, Last Password Change, Two factor Authentication, Voice Status, SIP Phone ID, API Phone ID
CallsID, Ticket ID, Type, From Number, From Name, To Number, To Name, Via Number, Created Date, Answered Date, Finished Date, Call Duration, Call Type, Call Duration
ChatsID, Subject, Preview, Chat order, Created Date, Status Change Date, Tags, Chats Status, First Name, Last Name, System Name, Avatar URL, Country Code, City, Department ID, Agent ID, Emails, Raw Status
CompaniesID, Name, System Name, Description, Avatar URL, Type, Created Date, Modified Date, Language, City, Country Code, IP, Emails, Phones, Groups
ContactsID, Company ID, First Name, Last Name, System Name, Description, Avatar URL, Type, Gender, Created Date, Modified Date, Language, City, Country Code, IP, Registered Email, Emails, Phones, Groups, Full Name, Contact Type, Contact Gender
DepartmentsDepartment ID, Agent ID, Agent Count, Name, online status, Mail Account ID
TicketsID, Owner Contact ID, Owner Email, Owner Name, Department ID, Agent ID, Subject, Status, tags, Code, Channel Type, Created date, Modified date, Resolved Date, Due date, Channel, Ticket Status, Ticket Age in days, Ticket Age Tier, Resolution time.
Ticket HistoryID, Conversation ID, Conversation code, Department ID, Agent ID, Status, From date, To date, Elapsed time in secs

5. I got this email which said 'Setup Process Failed'/'Synchronization Process Failed'. What should I do?

The import process of your LiveAgent data can sometimes fail for a variety of reasons. Hence, you may receive such emails occasionally. 
You will receive the 'Integration Setup Failed' mail when there is a failure during the initial fetch. In this case, we request you to:

  1. Open the Workspace in which you have set up the connector.
  2. Click the Data Sources button in the Explorer tab.
  3. In the Data Sources page that opens click the Retry Now link. If the issue persists please do write to support@zohoanalytics.com. We will look into it and get back to you immediately.

Note: The Account Administrator and the Organization Administrator can use the Retry Now link to resume the integration process.

6. I got this email which said 'LiveAgent Data Synchronization Failure'. What should I do?

Data sync may sometimes fail due to a variety of reasons such as Authentication Failure, your business application is down etc. In that case, you will receive the "Data Synchronization Failure" mail with the reason for the failure and its solution. Click here to learn more about Synchronization Error Failures and its solutions.

7. Is there a link to the data source tab that can be shared with the other team members?

The Data Source permalink helps you easily access the data source tab, and this link can be pasted in dashboards to stay informed about the synchronization status. The Account Admin and the Organization Admin can edit the setup, view the sync and audit history. The Workspace Admin can view the data sync details.

To copy the data source permalink,

  • Click the Data Sources tab from the side navigation panel.
  • Click the Copy icon to copy the Data Source URL.

The Workspace Admin can view the data sync details as shown below.

8. How frequently can I synchronize my data with Zoho Analytics?

You can choose to synchronize data at one of the intervals mentioned below.

  • 1 Hour (Enterprise plan Only)
  • 3 Hours (Standard Plan and above)
  • 6 Hours (Standard plan and above)
  • 12 Hours (standard plan and above)
  • Every day (Basic Plan)

Note:

  • Users in Enterprise plan alone can choose to synchronize data at every 1 hour.
  • Users in Basic plan can synchronize their data only once everyday.

9. Can I edit the LiveAgent Advanced Analytics connector's synchronization setting?

Yes, you can edit the LiveAgent connector synchronization setting. The Account Administrator and the Organization Administrators can edit this setup. To do this,

  1. Open the corresponding LiveAgent Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel.
  3. In the Data Sources page that opens, click Edit Setup.


     
  4. The Edit  Setup - LiveAgent dialog will open. Modify the settings as needed.

  5. Click Save. The synchronization setting will be modified and data will be synced in the next synchronization interval.

Note: The credentials of the Administrator who set up the connector will be used for establishing any connections with source application by other administrators.

10. Can I view the data sync history?

Yes, the Account Administrator and the Organization Administrator can view the data sync history. Follow the below steps to view the data sync history. 

  1. Open the corresponding LiveAgent Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel. All the data sources of the workspace will be listed.
  3. Click LiveAgent. The Data Sources page for LiveAgent will open.
  4. In the Data Sources page that opens, click Sync History.


     
  5. A calendar with the Sync History of the last 45 days will open. The date when the data sync has happened will be highlighted. Hover to view the number of times the data had got synced on a specific date.


     
  6. Click the date to view more details. 

 11. Can I set up the LiveAgentAdvanced Analytics in any other existing Workspace or in any other Advanced Analytics Workspace?

Yes, you can setup LiveAgent Advanced Analytics in any of the existing Workspaces or in any of the Advanced Analytics Workspaces to analyze data together. This allows you to blend diverse data sets and analyze them together.
Refer to the Cross-Functional Analytics section for more details on this. 

12. Can I add/modify data in the LiveAgent Analytics data tables within Zoho Analytics?

No, you cannot add/modify data in the LiveAgent data tables. Data from LiveAgent application will automatically get synced into Zoho Analytics in the different tables. You cannot edit any of this data or add new data records from within Zoho Analytics.
However, you can add new tables and import data into there. You can then create reports combining data in those tables with the data from LiveAgent. 

13. Can I add new columns to the LiveAgent data tables within Zoho Analytics?

No, you cannot add new columns. But, you can add Formula and Aggregate Formulas  columns (i.e., calculated fields) to these tables to help you create powerful reports. Refer to Adding Formulas to know more about this.

14. Can I add new data tables in this Workspace to create reports & dashboards?

Yes, you can add new data tables. Click New > New Table to add a new table in the existing LiveAgent Advanced Analytics Workspace.
With this feature, you can import data from other sources or add them manually into your Workspace to analyze and create reports combining this with your LiveAgent data. 

Refer:

15. Can I transfer my connector to another admin account?

Yes, the LiveAgent connector in your account can be transferred to another Administrator in the Organization.

  • Account Transfer: An Account Administrator can transfer the connector by transferring the account to an Organization Administrator. Click here to know more about Managing Organizations.
  • Leaving the Organization: An Organization Administrator can transfer the connector setup to another Administrator by unsubscribing from the Organization.
  • Transfer connector: Write to support@zohoanalytics.com, if the organization administrator continues to be part of the organization but wishes to transfer the LiveAgent connector to another user(Organization Administrator).

16. Can I re-authenticate my LiveAgent account in Zoho Analytics?

Yes, only the Administrator who created the connector setup can re-authenticate. Follow the below steps to re-authenticate,

  1. Open the corresponding LiveAgent Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel. 
  3. In the Data Sources page that opens, click Re-Authenticate.


     
  4. Click Re-authenticate LiveAgent. You will be prompted to provide the credentials.

  5. Enter your credentials and re-authenticate your account. Your account will be successfully authenticated.

17. Can I track the action by all users in the connector workspace?

Yes, you can track all activities performed in Connector-configured workspaces by all users, using Audit History. The Account Administrator and the Organization Administrators can view the audit history.

Follow the below steps to do so.

  1. Open the corresponding LiveAgent Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel.
  3. The Data Sources page will open. Click Audit History.


     
  4. A dialog with audit history for the last 180 days will open with the following information.​:
    • Date and Time of the action
    • Action done
    • User who performed the action

The following are the actions that are logged in Zoho Analytics.

  • User Actions 
    • Create - Connector setup created
    • Edit Setup - Edit connector setup to do the following changes. 
      • Modules Added
      • Modules Removed
      • Fields Added
      • Fields Removed
      • Schedule Change and
      • Entities (Campaigns, Org, Handles) Modified
    • Delete - Remove integration
    • Take Ownership - Transferred connector to other admin. 
    • Re-authenticate - Re-authenticate business app 
    • Sync Now - Sync data instantly
    • Retry Now - Retry to import data after initial setup failure
    • Connector Activated (when you upgrade from Basic plan to Standard plan)
    • Connector Disabled (when you downgrade from Standard plan to Basic plan)
  • System Event - Any action done by Zoho Analytics
    • The Connector is automatically deleted when you downgrade to free plan. 
    • The Connector is automatically restored when you upgrade from free plan to a higher plan. 
    • The Connector is automatically deactivated when you downgrade your plan. 
    • The Connector is automatically activated when you upgrade to a higher plan. 
    • The Connector is manually restored by the Zoho Analytics support.
    • Data synchronization schedule automatically changed to interval supported to your new pricing plan.

18. How can I remove the Integration?

The Account Administrator and the Organization Administrators can remove the connector integration from the Data Source page. To remove the integration,

  1. Open the corresponding LiveAgent Advanced Analytics Workspace in Zoho Analytics.
  2. Click Data Sources on the left panel. 
  3. Hover the mouse over the Data Source name in the left corner. A Settings icon will appear. 
  4. Click the Settings icon.
  5. Select Remove Data Source.

The data synchronization from LiveAgent in this Workspace will be removed. However, you will still be able to access this Workspace with existing data.

Reporting Features

1. In which modules of LiveAgent can I create reports?

Zoho Analytics will synchronize the data specified in this question  into the LiveAgent Analytics workspace. You can create reports using this data.

2. How do I create my own reports with this connector?

3. Can I create reports using the columns from different tables?

Yes, you can create reports using the columns from different tables. All the modules (tables) from LiveAgent will be linked by default. You can create reports by simply dragging and dropping the required columns into the reports designer.

4. What are the report types supported by Zoho Analytics?

Zoho Analytics supports a wide variety of reports.

  • Charts
    • Bar
    • Stacked Bar
    • Histogram
    • Butterfly
    • Line
    • Smooth Line
    • Step
    • Combination (Line & Bar)
    • Pie
    • Doughnut
    • Funnel
    • Bubble
    • Bubble Pie
    • Packed Bubble
    • Scatter
    • Area
    • Stacked Area
    • Web
    • Word Cloud
    • Geo Map
    • Heat Map
    • Table View
    • Dial
    • Bullet
  • Pivot tables (Matrix Views)
  • Summary view
  • Tabular view
  • KPI Widgets
    • Single Numeric Widget
    • Dial Chart Widget
    • Bullet Chart Widget
  • Dashboards (multiple reports arranged in the same page)

5. What are the default reports & dashboards created by Zoho Analytics, on setting up this connector?

When you setup/configure the LiveAgent Connector, set of default reports & dashboards are automatically created. These hand-picked reports will be pretty useful in analyzing your help data effectively.

6. What is Ask Zia? How can I create reports using Zia?

Zia is Zoho's Intelligent Assistant. Ask Zia understands your questions asked in plain English and gets you powerful insights as answers in the form of attractive and relevant visualizations. 

You can simply Ask Zia questions and it will interpret these questions, fetch data from the relevant tables, and generate the most appropriate reports immediately.

7. What are Formulas in Zoho Analytics?

Formulas, as the name indicates, are calculations that help you derive key business metrics that can be used for reporting and analysis. Zoho Analytics provides a powerful formula engine to create any type of calculations required, to enable creating the required reports.
​
Refer to Adding Formulas in Zoho Analytics to know more.

8. What are the default formulas that gets added by Zoho Analytics when this connector is setup?

The default formulas added by Zoho Analytics are listed below. You can view these formulas by opening the corresponding table and selecting Add > Edit Formulas from the toolbar.

The below table lists all the default formulas that will be created in the Calls table.

Formula Name Formula TypeFormulaDescription
Call TypeFormula Columnif("Type"='I', 'Incoming Call', if("Type"='O', 'Outgoing Call', if("Type"='T', 'Internal Call', 'Custom Call Type')))Classifies the Call type.
  • Incoming Call
  • Outgoing Call
  • Internal Call
  • Custom Call
Call Time DurationFormula Columnto_duration( ((to_decimal(substring_before("Call Duration", 'mins')))*60) + (to_decimal(substring_between( "Call Duration", 'mins', 'secs'))))Calculates the duration of each call
Chat StatusFormula Columnif("Status" in ('C', 'T'), 'Chatting', if("Status"='R', 'Ringing', if("Status"='Q', 'In Queue', 'Custom Status')))Displays the chat status.
Raw StatusFormula Columnif("Chat Status" ='T',' Chatting', if("Chat Status"='I', 'Init',
if("Chat Status"='R', 'Resolved', 'Custom Status')))		Displays the Raw status.

 

The below table lists all the default formulas that will be created in the Contacts table.

Formula Name Formula TypeFormulaDescription
Full NameFormula Columnconcat_ignore_null( "First Name", ' ', "Last Name")Joins the First and the last name of the customer.
Contact TypeFormula Columnif("Type"='V', 'Visitor', if("Type"='R', 'Registered Visitor', 'Type Unspecified'))Classifies the contact type 
  • Visitor
  • Registered Visitor
  • Unspecified
Contact GenderFormula Columnif("Gender"='M', 'Male', if("Gender"='F', 'Female', if("Gender"='O', 'Other', if("Gender"='X', 'Unspecified', 'Not specified'))))Classifies the contacts based on gender.
  • Male
  • Female
  • Other
  • Unspecified

 

The below table lists all the default formulas that will be created in the Tickets table.

Formula Name Formula TypeFormulaDescription
ChannelFormula Columnif("Channel Type"='E', 'Email',
if("Channel Type"='B', 'Contact Button',
if("Channel Type"='M', 'Contact Form',
if("Channel Type"='I','Invitation',
if("Channel Type"='C','Call',
if("Channel Type"='W', 'Call Button',
if("Channel Type"='F', 'Facebook',
if("Channel Type"='A', 'Facebook Message',
if("Channel Type"='T','Twitter',
if("Channel Type"='Q', 'Forum',
if("Channel Type"='S', 'Suggestion', NULL)))))))))))		Classifies the tickets based on the channel.
  • Email
  • Contact Button
  • Contact Form
  • Invitation
  • Call
  • Call Button
  • Facebook
  • Twitter
  • Forum
  • Suggestion
Ticket StatusFormula Columnif("Status"='I','Initial',
if("Status"='N', 'New',
if("Status"='T','Chatting',
if("Status"='P','Calling',
if("Status"='R', 'Resolved',
if("Status"='X', 'Deleted',
if("Status"='B', 'Spam',
if("Status"='A', 'Answered',
if("Status"='C','Open',
if("Status"='W', 'Postponed', NULL))))))))))		Gives the status of the tickets.
Ticket Age in daysFormula Columnif("Resolved Date" is NULL, (date_diff(current_date( ), "Created Date")), date_diff("Resolved Date", "Created Date"))Calculates the number of days since the ticket was created.
Ticket TierFormula Column

if("Ticket Age in Days" >= 0 and "Ticket Age in Days" <= 15,' 0 - 15 Days', if("Ticket Age in Days">15 and "Ticket Age in Days" <= 30, '16 - 30 Days', if("Ticket Age in Days">30 and "Ticket Age in Days" <= 45, '31 - 45 Days', if("Ticket Age in Days" > 45 and "Ticket Age in Days" <= 60, '46 - 60 Days', if("Ticket Age in Days" > 60, 'Over 60 Days', 'Invalid Age')))))

Calculates the age of the ticket based on the time it was Possible options are:
  • 0 to 15 days
  • 16 to 30 days
  • 31 to 45 days
  • 46 to 60 days
  • Invalid age
Unresolved TicketsAggregate Formulacount(if("Tickets"."Status" NOT IN ('X', 'B', 'R'), "Tickets"."ID", NULL))Calculates the number of unresolved tickets.
Resolved TicketsAggregate Formulacountif("Tickets"."Status" = 'R')Calculates the number of resolved tickets.
Overdue TicketsAggregate Formulacount_if(current_date() > "Tickets"."Due Date" AND "Agents"."Status" != 'R')Calculates the number of Overdue tickets.
Ticket Completion %Aggregate Formula((count("Tickets"."ID")) - "Tickets"."Unresolved Tickets")*100/(count("Tickets"."ID"))Calculates the percentage of resolved tickets


9. Can I create my own custom formulas in Zoho Analytics? If yes, how do I create?

Yes, you can create your own custom formulas in Zoho Analytics. To know how to create your own formulas, refer to the Adding Formulas in Zoho Analytics help page.

10. Can I combine/blend data from other sources with the data from LiveAgent to create reports and dashboards? ​

Yes, you can combine data from other sources with your LiveAgentdata for analysis.

To do this, you need to add/import a new data table into the LiveAgentAdvanced Analytics Workspace as explained in the previous question and then define a look-up to join it with the table from LiveAgent.

To define a lookup relationship between two tables, it is essential that the tables have at least one column which is common between them. Follow the below steps to look up a column from LiveAgent along with the data from any other source.

  • Open the corresponding table, right-click the column header, and select Change to Lookup Column.
  • In the Change to Lookup Column dialog that opens, select the column to look up.
  • Click OK.

.Click to learn more about Lookup Column

11. Can I join data from multiple tables to create reports?

Yes, you can join data from multiple tables to create the reports. Refer to Joining Tables in Zoho Analytics for detailed help on this.

12. What are Query Tables?

Zoho Analytics allows you to drive the data required by writing standard SQL SELECT Queries. This feature is called Query Tables. With Query Tables, you can also combine data from different tables and create reports from the same. Click here to know how to create Query Tables in Zoho Analytics.

Cross-Functional Analytics with Popular Business Applications/Other Data Sources

1. What are the popular business applications/other data sources that I can integrate this connector with?

You can integrate and perform cross-functional analytics with most business applications/other data sources that Zoho Analytics integrates with.

2. How can I analyze the data from the third-party business applications/other data sources along with LiveAgent?

To import data from business apps,

  1. Open the Workspace in which you have setup the connector.
  2. Click the Import Data button.
  3. In the Create New Table tab that opens, select the application or data source that you wish to import.
  4. Provide the necessary authentication.
  5. Select the necessary Modules and Fields.
  6. Select the Schedule Import Option.
  7. Click Create. Data from the selected application will be imported into a new table in the LiveAgent Advanced Analytics workspace. 

3. Will a lookup relationship between the related modules from LiveAgent and other third-party applications be created automatically?

A lookup relationship will be created automatically between the LiveAgent modules and the modules of Zoho CRM, Zoho Desk, Salesforce CRM, and Zendesk. If you wish to blend LiveAgent modules with applications other than the ones mentioned, you will have to link the related modules from LiveAgent and the other applications manually, using a lookup relationship.

To  create a lookup relationship manually, refer this help link -
https://www.zoho.com/analytics/help/table/joining-tables.html.

Users, Sharing & Collaboration

1. How do I share the reports in Zoho Analytics with my colleagues?

You can easily share the reports that you create with the other users in your organization. Refer to the Sharing and Collaboration help page for more details on this.
Once you privately share a report with your colleagues they will be able to access the reports as you do. Refer here to know how to access the reports.

2. What are the user roles available in Zoho Analytics?

Zoho Analytics offers four user roles - Account Administrator, Organization Administrator, Workspace Administrator, and User. Click to know more about the Zoho Analytics Organization Model and User Roles.

3. Why can't other users edit the reports that I have shared with them?

This is the expected behavior. Only when the users to whom the reports are being shared is set as a Workspace Administrator, they will be able to edit the reports. If a normal user wants to edit the report, he/she will have to save the report with a new name using the Save As option toolbar. The User can edit this report. To know more about user role, click here.

4. Can I share the same report created, to multiple users with different criteria associated so that they see different data?

Yes, you can. Refer to the topic Apply filter criteria.

5. Can I export a report/dashboard?

Yes, you can export the report/dashboard in various file formats such as CSV, EXCEL, PDF, HTML, and Image. Click to know more.

6. How can I print the reports & dashboards created in Zoho Analytics?

To print the report/dashboard, you first need to export it. You can export the report in various file formats such as CSV, EXCEL, PDF, HTML, and Image. Click to know more.

Note:
If you are a user with whom a report has been shared and you want to take a print, ensure that you have been provided the Export permission by the Administrator to the report. Only then will you be able to print the report.

7. How can I email reports & dashboards created in Zoho Analytics in a scheduled manner?

If you are the Administrator of the Zoho Analytics or a 'Workspace Administrator', you can schedule reports and dashboards to be emailed automatically. Refer to the email schedule section in this help documentation.

8. Can I embed/create permalink for reports & dashboards created in Zoho Analytics?

Yes, you can embed/create permalink for reports & dashboards. You can also create a slideshow of views. Refer to the Publishing Option section to learn how to do this.

Solutions

1. Does Zoho Analytics offer Embedded Analytics or rebranding?

Yes, Zoho Analytics supports various rebranding options such as Portal rebranding/white labeling and Logo Rebranding.

Help & Support

1. How do I get technical support on Zoho Analytics?

We offer 24x5 technical support (Monday to Friday). In case if you need our assistance kindly do mail us your questions to support@zohoanalytics.com.

You can also reach out to us on our toll-free numbers.

United States: +1 (888) 900 9646
United Kingdom: +44 (20) 35647890
Australia: +61-2-80662898
India: +91-44-67447000

2. Can I have someone from Zoho do a demo for me?

Yes, certainly. Register for a demo in this page.